Information Technology Help Desk Technician

Position Overview: As a Help Desk Technician Level, you'll be our clients’ first contact when they have a technology question or issue. Spends more time per ticket than Level I in troubleshooting and apply non-standard troubleshooting techniques and critical thinking to solve problems. Serves as an elevated escalation point for end user/endpoint-related issues for the Service Desk. Provides basic troubleshooting for infrastructure-related incidents and escalates complex infrastructure-related tickets to Level III.

Skills:

• Excellent customer service and communication skills.
• Flexibility and adaptability to meet the evolving needs of the team.
• Ability to manage multiple tasks under time constraints.
• Strong organizational, time management, and self-motivation skills.
• Proficient in documentation to ensure effective knowledge sharing and incident tracking.

Duties and Responsibilities:

• Administer escalated user accounts and resolve related issues.
• Troubleshoot and resolve escalated workstation and mobile device issues.
• Provide troubleshooting for printers, scanners, and other peripheral devices.
• Troubleshoot and support Line-of-Business application issues.
• Install and troubleshoot software as needed.
• Perform basic troubleshooting for client infrastructure-related issues.
• Manage vendor relationships and interface on complex issues or projects.
• Escalate complex infrastructure issues to higher level support.
• Perform other duties and responsibilities as assigned by management.

Qualifications and Requirements:

• Minimum of 3 years of related experience in troubleshooting workstations, printers, mobile devices, business applications, basic networks, and servers.
• Previous experience with Managed Service Providers (MSPs) is highly preferred.
• Proficiency in hardware support, including backup software configuration and data protection applications, as well as anti-virus troubleshooting and resolution.
• Proficiency with Microsoft Office Suite and Windows 10.
• Solid experience with Active Directory and Office 365.
• Strong troubleshooting skills, with the ability to analyze, anticipate, and resolve complex technical issues.
• Excellent communication skills, including documentation, end-user interaction, and professional communication with clients.
• Strong personal skills, including effective time management, self-motivation, and prioritization.
• SonicWall experience is highly preferred.

Time Management:

• Update the ticketing system with documentation and time entries upon completion of tasks and cases.
• Maintain accountability of 8 working hours per day.
• Ensure daily time entries are recorded by the end of the business day.
• Submit timesheets on time, even when on PTO.
• Regularly update your calendar to reflect accurate availability and scheduling.
• Use the dispatch calendar to allocate time for tasks and communicate availability with the team.

Highly Desired Certifications:

• A or equivalent certifications.
• Windows Workstation certifications.
• Azure certifications.